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AAA Northeast Call Center Representative (Remote) in Utica, New York

Overview

Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.

Receives incoming calls from prospective and current members requesting road service; processes requests and gathers required information in order to provide timely service; answers members’ questions and provides detailed information regarding AAA road service products and services; provides Five Diamond Customer service to encourage member retention, renewal, and new membership sales.

Responsibilities

Takes road service calls while being mindful of members’ emotional and physical wellbeing (e.g., safety, calming down an angry member, providing reassurance to an anxious member, etc.). Gathers information regarding road service calls, including verification of membership number, name, telephone number, e-mail, vehicle description and location, and nature of vehicular problem. Utilizes department software, such as D3, MemberzPlus, Navigator, to ensure efficient dispatch, prioritize calls for safety issues, and research membership status. Takes required action to help member determine exact location of disabled vehicle or meeting place (i.e., asking probing questions and referring to maps or other materials.). Adheres to department standards for after call work, talk time, and staffed time. Provides information to members on road service policies and procedures. Explains the benefits of AAA membership and sells memberships. Ensures that members are aware of costs associated with all services provided. When appropriate, advises the member of other AAA products and services, such as mobile battery replacement, windshield repair, Premier and PLUS Memberships, car rentals, and hotel reservations.

Determines appropriate course of action for each call received, consulting with supervisors for members with special circumstances; attempts to accommodate members in "borderline" situations, including membership verification and new member’s applications; refers non-AAANE Club members to appropriate Club for service. Tracks estimated time of arrivals (ETAs) and acts to resolve long-standing service calls; acts as interface between Dispatch and members to enhance customer service. Responds to a wide variety of member inquiries (often unrelated to Emergency Road Service), referring members to other departments to ensure customer satisfaction. Other duties may be assigned.

Qualifications

Education/Licenses/Certifications:High School diploma or GED required, or 4 years relevant experienceIf for a bilingual job, must satisfactorily pass a translation assessment (from English to the target language and from the target language to English) during pre-hire screening, in accordance with policy - requiredExperience:1 year Customer Service experience required1 year Call Center experience requiredSkills & Abilities:Ability to address various high volume and challenging situations.Ability to listen to, understand, and communicate with others by telephone, in written form, or electronically.Ability to read maps and utilize navigation resources.Ability to convince others to buy goods/services or to otherwise change their minds or actions.Encourage and build mutual trust, respect, and cooperation with others and maintain them.Ability to apply general rules to specific problems to produce answers that make sense.Ability to operate a computer with relevant software applications.Ability to maintain confidentiality.Ability to operate a computer with relevant software applications.If for a bilingual job:Verbal and written fluency in the stated target language and English.Ability to facilitate communication between parties who speak two different languages, English and a target language, to effectively and accurately interpret‚ respond. and resolve customer needs and problems.AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

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Job LocationsUS-NY-Utica

ID 2021-4737

Category Customer Experience

Type Full Time Employee

Employment Type Regular Employee - (REG)

Work Schedule 3:30pm-12:00am. Must be available to work at least one weekend day. Your schedule may flex up to two hours at the beginning or end of your shift based on seasonal or business needs.

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